• Review and analyze processes across departments to identify efficiencies, particularly in reporting activities, and recommend improvements. • Organization administrator for multiple Freshdesk environments.• Collaborate with executive leadership to design and improve workflow processes.• Provide support for problem resolution and enhancements in production applications, such as Freshdesk, Freshservice, Azure DevOps, Lucidchart, Miro, SharePoint, Notion, and Smartsheet. • Scrum Master for several dev and product teams across the enterprise, utilizing agile and scrum methodologies to ensure projects are completed on time and meet acceptance criteria of stakeholders.• Conduct testing on new applications to ensure functional requirements are met and actively participate in systems acceptance testing.• Serve as a technical writer to meticulously document process changes, operational workflows, and provide training materials.